Delivering Excellent Customer Service

DELIVERING EXCELLENT CUSTOMER SERVICE

Overview

This course explores the concept of delivering excellent customer service and what makes it stand out from the crowd. By understanding the psychology behind the basic human needs of certainty, significance and connection, we can identify the key behaviours and actions that your customers will love and remember.

“Customer service shouldn’t just be a department, it should be the entire company.” Hsieh

We will review the benefits of effective customer service, explore your customers’ expectations and identify the key actions to deliver them consistently at every stage of the customer journey.

Learning outcomes

• Be able to identify and review the benefits of effective customer service in your organisation
• Be able to recognise what remarkable customer service looks like
• Understand the importance of trust in long-term customer relationships and how to build it
• Be able to identify who your customers are and their ‘journey’
• Understand the impact of effective communication at every stage of the customer journey

Who will benefit?

• Managers with responsibility for delivering service
• All employees involved in the delivery of service to customers

Course content

• Differentiating remarkable customer service
• Personalising interactions
• Understanding the customers’ journey and the moments of truth
• Going the extra mile

Course duration

Delivering Excellent Customer Service is a full day course, starting at 9:30 am and finish at 4:00 pm. Lunch and refreshments are provided, if you have any dietary requirements please let us know upon booking.